| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 2 | The Evolving Customer mindset under multi channel interaction model | MCCID | Changing Customer Service Trends And Expectations | VIEW | ATTEMPT | DOWNLOAD |
| Customer journey in the new era of multi channel customer interaction model | ||||||
| Understanding the new communication channel mix | ||||||
| Help me – Know Me – Value Me model of interaction |